View Full Version : Slow Browsing - network packet loss - local or nationwide issue?
Boris1977
22-12-2009, 11:38
1st post so apologies if im doing anything wrong.
Over the last week performance on my XL 20mb package has nose dived. Having intermittent troubles on most web pages and picking up pop3 vigin email. Web pages often are slow or some times fail to download. Interesting not all though. The bbc unaffected, maybe suggesting its only certain routes affected. On doing some continuous ping tests im finding some serious packet loss to most but not all destination IP's including virgin mail server/google/facebook/ebay etc. Packet loss circa 10-15%. Pinging my next hop WAN address from my modem the performance is 100% suggesting my modem is fine? Downloading on affected speed test sites reveals much reduced speed than im used to, sometimes as low as 4mb but upto 12mb tops.
Had a very frustrating hour long call to India. They try to be helpful but didnt know much at all, she thanked me for helping her on various matters! They really didnt understand packet loss and what its about!!!! India have booked me an engineer for a modem swap which I think is a waste of time.
Had a look through a few other posts and have seen a few others have complained of similar speed issues recently but not 100% to the same detail/situation as me. Unless others are being fobbed off that its a modem issue and havent done the ping test thing?
My question is are others UK wide having an specific packet loss issues (ie as described above) or is it just local???
Any help appreciated.
PS Im in colchester.
PPS Theres 100% no issues with my PC's etc. I have multiple PC's with different configs cabling etc Am now plugging directly in to Virgin modem for testing.
Thanks forum!
Boris1977
22-12-2009, 14:17
Example
C:\Documents and Settings\Andrew>ping www.virginmedia.com -t
Pinging www.virginmedia.com [212.250.162.12] with 32 bytes of data:
Reply from 212.250.162.12: bytes=32 time=13ms TTL=119
Reply from 212.250.162.12: bytes=32 time=10ms TTL=119
Reply from 212.250.162.12: bytes=32 time=9ms TTL=119
Reply from 212.250.162.12: bytes=32 time=11ms TTL=119
Reply from 212.250.162.12: bytes=32 time=19ms TTL=119
Reply from 212.250.162.12: bytes=32 time=12ms TTL=119
Request timed out.
Reply from 212.250.162.12: bytes=32 time=23ms TTL=119
Reply from 212.250.162.12: bytes=32 time=20ms TTL=119
Reply from 212.250.162.12: bytes=32 time=20ms TTL=119
Reply from 212.250.162.12: bytes=32 time=27ms TTL=119
Reply from 212.250.162.12: bytes=32 time=13ms TTL=119
Reply from 212.250.162.12: bytes=32 time=12ms TTL=119
Reply from 212.250.162.12: bytes=32 time=12ms TTL=119
Reply from 212.250.162.12: bytes=32 time=43ms TTL=119
Reply from 212.250.162.12: bytes=32 time=12ms TTL=119
Reply from 212.250.162.12: bytes=32 time=9ms TTL=119
Reply from 212.250.162.12: bytes=32 time=18ms TTL=119
Reply from 212.250.162.12: bytes=32 time=19ms TTL=119
Request timed out.
Request timed out.
Reply from 212.250.162.12: bytes=32 time=11ms TTL=119
Reply from 212.250.162.12: bytes=32 time=13ms TTL=119
Reply from 212.250.162.12: bytes=32 time=11ms TTL=119
Reply from 212.250.162.12: bytes=32 time=28ms TTL=119
Request timed out.
Reply from 212.250.162.12: bytes=32 time=16ms TTL=119
Reply from 212.250.162.12: bytes=32 time=19ms TTL=119
Reply from 212.250.162.12: bytes=32 time=15ms TTL=119
Request timed out.
Reply from 212.250.162.12: bytes=32 time=13ms TTL=119
Request timed out.
Reply from 212.250.162.12: bytes=32 time=13ms TTL=119
Reply from 212.250.162.12: bytes=32 time=27ms TTL=119
Reply from 212.250.162.12: bytes=32 time=15ms TTL=119
Request timed out.
Reply from 212.250.162.12: bytes=32 time=11ms TTL=119
Reply from 212.250.162.12: bytes=32 time=11ms TTL=119
Request timed out.
Reply from 212.250.162.12: bytes=32 time=12ms TTL=119
Request timed out.
Reply from 212.250.162.12: bytes=32 time=14ms TTL=119
Request timed out.
Reply from 212.250.162.12: bytes=32 time=28ms TTL=119
I am getting a very similar problem, also live in Colchester.
I noticed it start happening late Thursday evening (when the snow started to fall) maybe something to do with that?
Please let me know how you get on with the engineer.
Sephiroth
22-12-2009, 17:29
The only way we can help is if we see the results of pathping rather than just ping. Then we can see where the congestion is, whether target packets are being lost, whether forwarded packets (to the next jop) are being lost.
Also we need to see your modem stats as per other posts. Then we can put a few things together and reach (maybe) a conclusion.
I've been having similar issues in Colchester and found that using webcache.virginmedia.com on port 3128 alleviates the issues. So temporary solution while its getting fixed...
Below is a tracert and ping stats to a problematic server in/near Bradford that used normally and the one that gets used when the wecache is in place
route to www.virginmedia.com normally goes via here
pop-bb-a-xe-701-0.network.virginmedia.net (212.43.163.57)
1 1 ms <1 ms 1 ms 192.168.1.1
2 34 ms 9 ms 9 ms 10.89.172.1
3 10 ms 9 ms 8 ms 81.103.8.177
4 10 ms 7 ms 7 ms 195.182.178.5
5 18 ms 10 ms 11 ms 213.107.225.1
6 34 ms 10 ms 12 ms 212.43.163.57
Ping statistics for 212.43.163.57:
Packets: Sent = 238, Received = 200, Lost = 38 (15% loss),
Approximate round trip times in milli-seconds:
Minimum = 8ms, Maximum = 102ms, Average = 19ms
route when using webcache.virginmedia.com goes via here
nth-bb-b-xe-600-0.network.virginmedia.net (212.43.163.61)
1 1 ms <1 ms <1 ms 192.168.1.1
2 9 ms 7 ms 7 ms 10.89.172.1
3 6 ms 7 ms 7 ms 81.103.8.49
4 19 ms 10 ms 9 ms 195.182.181.73
5 9 ms 13 ms 26 ms 213.107.225.2
6 12 ms 14 ms 68 ms 212.43.163.61
Ping statistics for 212.43.163.61:
Packets: Sent = 389, Received = 389, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 127ms, Average = 21ms
NB. The ping stats were collected concurrently
Sephiroth
22-12-2009, 20:39
I've been having similar issues in Colchester and found that using webcache.virginmedia.com on port 3128 alleviates the issues. So temporary solution while its getting fixed...
Below is a tracert and ping stats to a problematic server in/near Bradford that used normally and the one that gets used when the wecache is in place
route to www.virginmedia.com normally goes via here
pop-bb-a-xe-701-0.network.virginmedia.net (212.43.163.57)
1 1 ms <1 ms 1 ms 192.168.1.1
2 34 ms 9 ms 9 ms 10.89.172.1
3 10 ms 9 ms 8 ms 81.103.8.177
4 10 ms 7 ms 7 ms 195.182.178.5
5 18 ms 10 ms 11 ms 213.107.225.1
6 34 ms 10 ms 12 ms 212.43.163.57
Ping statistics for 212.43.163.57:
Packets: Sent = 238, Received = 200, Lost = 38 (15% loss),
Approximate round trip times in milli-seconds:
Minimum = 8ms, Maximum = 102ms, Average = 19ms
route when using webcache.virginmedia.com goes via here
nth-bb-b-xe-600-0.network.virginmedia.net (212.43.163.61)
1 1 ms <1 ms <1 ms 192.168.1.1
2 9 ms 7 ms 7 ms 10.89.172.1
3 6 ms 7 ms 7 ms 81.103.8.49
4 19 ms 10 ms 9 ms 195.182.181.73
5 9 ms 13 ms 26 ms 213.107.225.2
6 12 ms 14 ms 68 ms 212.43.163.61
Ping statistics for 212.43.163.61:
Packets: Sent = 389, Received = 389, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 127ms, Average = 21ms
NB. The ping stats were collected concurrently
Interesting way you've analysed this. For us, remote from you, it would be better that the DNS resolution is in place because sometimes they ring bells in relation to other posts.
Also I haven't a clue what lies behind " ...problematic server in/near Bradford that used normally ....".
Interesting way you've analysed this. For us, remote from you, it would be better that the DNS resolution is in place because sometimes they ring bells in relation to other posts.
Also I haven't a clue what lies behind " ...problematic server in/near Bradford that used normally ....".
My bad!!
Here's the problematic route
1 <1 ms <1 ms <1 ms 192.168.1.1
2 9 ms 9 ms 9 ms 10.89.172.1
3 9 ms 14 ms 35 ms colc-cam-1b-ge97.network.virginmedia.net [81.103.8.177]
4 8 ms 18 ms 43 ms colc-core-1b-ge-011-0.network.virginmedia.net [195.182.178.5]
5 8 ms 11 ms 7 ms colc-core-1a-ge-100-0.network.virginmedia.net [213.107.225.1]
6 11 ms 9 ms * pop-bb-a-xe-701-0.network.virginmedia.net [212.43.163.57]
7 10 ms 15 ms 8 ms pop-bb-a-xe-701-0.network.virginmedia.net [212.43.163.57]
and for completeness the route used to the proxy
1 1 ms 1 ms <1 ms 192.168.1.1
2 8 ms 17 ms 9 ms 10.89.172.1
3 9 ms 7 ms 10 ms colc-cam-1a-ge97.network.virginmedia.net [81.103.8.49]
4 48 ms 34 ms 10 ms colc-core-1a-ge-010-0.network.virginmedia.net [195.182.176.233]
5 10 ms 12 ms 8 ms colc-core-1b-ge-100-0.network.virginmedia.net [213.107.225.2]
6 22 ms 12 ms 13 ms nth-bb-b-xe-600-0.network.virginmedia.net [212.43.163.61]
I have looked at current service issues, and although there are no reported issues in the 'east and anglia' I found http://status-cable.virginmedia.com/vmstatus/serviceissue.do?ticket=1155462 reported in the yorkshire area
I appreciate this could be a coincidence as ip location report both endpoints to be in the north of bradford area, but equally could be a related issue.
Further analysis doing concurrent pings to servers in the chain:
Ping statistics for colc-core-1b-ge-011-0.network.virginmedia.net [195.182.178.5]:
Packets: Sent = 254, Received = 253, Lost = 1 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 180ms, Average = 15ms
Ping statistics for colc-core-1a-ge-100-0.network.virginmedia.net [213.107.225.1]:
Packets: Sent = 223, Received = 199, Lost = 24 (10% loss),
Approximate round trip times in milli-seconds:
Minimum = 6ms, Maximum = 84ms, Average = 15ms
Ping statistics for pop-bb-a-xe-701-0.network.virginmedia.net [212.43.163.57]:
Packets: Sent = 207, Received = 173, Lost = 34 (16% loss),
Approximate round trip times in milli-seconds:
Minimum = 8ms, Maximum = 142ms, Average = 20ms
jtaylor06
22-12-2009, 23:09
www.pingtest.net (http://www.pingtest.net)
Download Failed (1)
70% packet loss
Sephiroth
23-12-2009, 00:05
Hi smiffy
What puzzles me is why you think that the route to Virginmedia.com is problematic without going through the proxy.
In the DNS resolved instances you provided, the "problematic" route performed better than the proxy route.
You go to the CMTS (which is not shown in the path but can be seen in the "Connection" link at the top of the forum page). The CMTS puts you onto the network at the cam (Cable Access Module) over a Gigabit ethernet link straight to the core. The cam to which you are allocated is a load balancing thing (by the CMTS) and then onto the backbone (bb) according to a routing algorithm that is part determined by the destination.
Colchester has more than one backbone route; anti-clockwise through Northampton or clockwise through Poplar. Probably other routes as well.
If one route is more congested than the other, you'll see a difference in performance.
Provided that the nodes in your area are not congested, then you may have discovered a very useful workaround for some people in some cases.
BBings or one or two others might wish to comment with greater authority than myself.
---------- Post added at 23:59 ---------- Previous post was at 23:58 ----------
www.pingtest.net (http://www.pingtest.net)
Download Failed (1)
70% packet loss
Pingtest.net is totally useless for helping with issue diagnosis. We know nothing of what's happening on the route and it doesn't even support the ping times given in the nearly as dodgy speedtest.net.
Sorry.
---------- Post added 23-12-2009 at 00:05 ---------- Previous post was 22-12-2009 at 23:59 ----------
Smiffy,
relating to the added information in your posts, the packet loss information from a ping is not useable in diagnosis. The PATHPING utility tells us what was lost at the node and what was lost when forwarding packets to a node addressed beyond a particular node.
Also, working entirely within the Virgin network (and others will disagree with me) is like gazing at one's own navel unless what you want to do on the internet is at a VM destination. The most consistent test is a PATHPING to www.bbc.co.uk, whicvh takes you out of the VM network via Telehouse or one of the other docklands gateways.
So, what is your actual service problem?
Ignitionnet
23-12-2009, 00:11
Concurrent ping to 81.103.8.177 and 81.103.8.49, the first hops where the routes diverge please.
Sephiroth
My actual problem is identical to Boris1977 - I can browse to some sites (e.g. news.bbc.co.uk) with no problems what so ever. The other sites, for example google.co.uk, cisco.com, virginmedia.com, are intermittant and I see 15-20% packet loss. Downloading files is somewhat hit and miss, earlier today using FreeDownloadManager 10 out of 12 threads downloaded file parts at 300k/s the remaining 2 at 300b/s.
Using webcache.virginmedia.com as my proxy alleviates the browsing issues (i.e. I'm not getting any significant packet loss to the proxy) and pages load in < 2s versus the 30s+ I've seen frequently without using it . The fact that the cache is working fine indicates to me that my routes to the cache withing VM network is fine, that the the routes from the cache to the world is fine but that there are some routes between my modem and server X with issues and it is likely to be within VM network.
Anyway - here is a pathping:
Tracing route to www.bbc.net.uk [212.58.253.67]
over a maximum of 30 hops:
0 192.168.1.101
1 192.168.1.1
2 10.89.172.1
3 colc-cam-1a-ge97.network.virginmedia.net [81.103.8.49]
4 colc-core-1a-ge-012-0.network.virginmedia.net [195.182.181.73]
5 * pop-bb-a-xe-701-0.network.virginmedia.net [212.43.163.57]
6 nth-bb-b-as3-0.network.virginmedia.net [213.105.172.13]
7 tele-ic-1-as0-0.network.virginmedia.net [62.253.184.2]
8 pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
9 212.58.238.153
10 te12-1.hsw1.cwwtf.bbc.co.uk [212.58.239.234]
11 www-vip.cwwtf.bbc.co.uk [212.58.253.67]
Computing statistics for 275 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 192.168.1.101
0/ 100 = 0% |
1 4ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.1
0/ 100 = 0% |
2 --- 100/ 100 =100% 100/ 100 =100% 10.89.172.1
0/ 100 = 0% |
3 12ms 0/ 100 = 0% 0/ 100 = 0% colc-cam-1a-ge97.network.virginmedia.net [81.103.8.49]
0/ 100 = 0% |
4 17ms 14/ 100 = 14% 14/ 100 = 14% colc-core-1a-ge-012-0.network.virginmedia.net [195.182.181.73]
0/ 100 = 0% |
5 21ms 15/ 100 = 15% 15/ 100 = 15% pop-bb-a-xe-701-0.network.virginmedia.net [212.43.163.57]
0/ 100 = 0% |
6 17ms 1/ 100 = 1% 1/ 100 = 1% nth-bb-b-as3-0.network.virginmedia.net [213.105.172.13]
0/ 100 = 0% |
7 20ms 0/ 100 = 0% 0/ 100 = 0% tele-ic-1-as0-0.network.virginmedia.net [62.253.184.2]
0/ 100 = 0% |
8 29ms 1/ 100 = 1% 1/ 100 = 1% pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
0/ 100 = 0% |
9 25ms 0/ 100 = 0% 0/ 100 = 0% 212.58.238.153
0/ 100 = 0% |
10 27ms 1/ 100 = 1% 1/ 100 = 1% te12-1.hsw1.cwwtf.bbc.co.uk [212.58.239.234]
0/ 100 = 0% |
11 24ms 0/ 100 = 0% 0/ 100 = 0% www-vip.cwwtf.bbc.co.uk [212.58.253.67]
Trace complete.
I would appreciated thoughts on anything I may of missed.
Broadbandings... Almost forgot I'd left these pings running ;)
Ping statistics for 81.103.8.177:
Packets: Sent = 1634, Received = 1631, Lost = 3 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 6ms, Maximum = 190ms, Average = 14ms
Ping statistics for 81.103.8.49:
Packets: Sent = 1608, Received = 1604, Lost = 4 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 6ms, Maximum = 132ms, Average = 14ms
Sephiroth
23-12-2009, 09:09
Sephiroth
My actual problem is identical to Boris1977 - I can browse to some sites (e.g. news.bbc.co.uk) with no problems what so ever. The other sites, for example google.co.uk, cisco.com, virginmedia.com, are intermittant and I see 15-20% packet loss. Downloading files is somewhat hit and miss, earlier today using FreeDownloadManager 10 out of 12 threads downloaded file parts at 300k/s the remaining 2 at 300b/s.
Using webcache.virginmedia.com as my proxy alleviates the browsing issues (i.e. I'm not getting any significant packet loss to the proxy) and pages load in < 2s versus the 30s+ I've seen frequently without using it . The fact that the cache is working fine indicates to me that my routes to the cache withing VM network is fine, that the the routes from the cache to the world is fine but that there are some routes between my modem and server X with issues and it is likely to be within VM network.
Anyway - here is a pathping:
......
Hi smiffy,
As stated before, you are to be congratulated on your approach to finding a less problematic route to whereaver you're browsing. Few (including me) would have thought of that.
I've explained the different backbone route and the fact of routing algorithms based on destinations. You could pathping or tracert to each of the sites and you will see a different route (ignoring the load balancing between clusters on the same route).
For example if I tracert to google.co.uk, I go from Winnersh bb via Manchester bb to Telehouse gateway in London.
If I tracert to cisco.com, I go from Winnersh bb via Poplar bb to Telehouse gateway in London.
If I tracert to Virginmedia.com, I go from the Winnersh bb to the Winnersh Data Centre.
So, in more than one sense, you are quite right. Your experience is affected by congestion on the chosen (or involuntarily determined) route.
Pings and browsing bear little relationship to each other. The ping testing we do via pathping (which BBings thinks is of limited use - and I unusually disagree with him for he is learned and the Lord saw that it was good) does indicate where congestion occurs. Pings are low priority traffic using a discardable packet protocol; prowsing is guaranteed delivery method. The two types of traffic come toghether when you browse via a route shown by pathping to be congested.
And you have little control over that because of routing algorithms unless you have forced matters via a proxy with a luckily uncongested route.
Finally, your problem differs from the majority we see here. Usually there is some local over-utilisation for one reason or another. I didn't pick thatout as an issue in your case.
Whether any of that guff above helps you ........
Ignitionnet
23-12-2009, 10:38
It's not congestion, ping times would rise due to frame buffers filling up before packet loss shows up and they aren't. It's probably something as silly as a fibre that needs cleaning, a faulty PIC on one of the Junipers or a faulty XFP on the Colchester core.
Hopefully some nice person from VM will have a mooch at this, route from CMTS to cam seems clean so CAM<>core and core<>BB need checking.
Boris1977
23-12-2009, 12:11
I will post a few path pings etc later but think others are starting to see and produce evidence of the same situation as me. I did a few traces before and was seeing both loss and delay about 4 hops from my machine. Even pining/tracing to virgins own mail servers produced the loss.
As mentioned pinging/tracing the first few hops is fine suggesting a clean local link and some destination ping ok (ie no modem issues)?
I guess given the nature of the fault (ie not totally down) many could be suffering with it and maybe hope it was one of those faults that just goes away etc and not worth a call as you do get that sinking feeling when having dial the support line. The support line suggests packet loss of 10%+ is fine!
Im guessing as its looking like a core issue its not going to be an easy fix? I will just have to hope the engineer is a good one and knows about path ping, packet loss etc and knows how to escalate to those that can do something.
PS Its possible that it may have started thursday as another poster suggested. I worked from home on fri and my remote connection to work kept dropping out, this was the 1st time I noticed an issue.
Sephiroth
23-12-2009, 12:46
I will post a few path pings etc later but think others are starting to see and produce evidence of the same situation as me. I did a few traces before and was seeing both loss and delay about 4 hops from my machine. Even pining/tracing to virgins own mail servers produced the loss.
As mentioned pinging/tracing the first few hops is fine suggesting a clean local link and some destination ping ok (ie no modem issues)?
I guess given the nature of the fault (ie not totally down) many could be suffering with it and maybe hope it was one of those faults that just goes away etc and not worth a call as you do get that sinking feeling when having dial the support line. The support line suggests packet loss of 10%+ is fine!
Im guessing as its looking like a core issue its not going to be an easy fix? I will just have to hope the engineer is a good one and knows about path ping, packet loss etc and knows how to escalate to those that can do something.
PS Its possible that it may have started thursday as another poster suggested. I worked from home on fri and my remote connection to work kept dropping out, this was the 1st time I noticed an issue.
The network analysts and engneers, to the best of my knowledge, have the full tool set to see what goes in where and what doesn't come out. And, given only the partial list the BBings has illustrated, it's complex and sometimes time consuming.
ruddock08
23-12-2009, 16:33
Having excatly the same issue and I'm in Colchester. Here's my thread:
http://www.cableforum.co.uk/board/12/33659482-timeout-20-mb.html
Ignitionnet
23-12-2009, 16:37
Yep - we've proven off the CMTS <> CAM link earlier, so that makes perfect sense.
If no-one has picked up on this I'll drop a line to a contact within VM.
ruddock08
23-12-2009, 16:58
Yep - we've proven off the CMTS <> CAM link earlier, so that makes perfect sense.
If no-one has picked up on this I'll drop a line to a contact within VM.
Would really appreciate it if you can do that mate. Feel so much better now knowing there are other people in my area experiencing the same thing, women on the phone refused to admit it was down to them and said it must be the way I had setup my browser.
---------- Post added at 16:58 ---------- Previous post was at 16:40 ----------
On the phone to Virgin now, making sure they are aware. :)
Boris1977
23-12-2009, 20:50
OK a few pathpings below showing different routings for different sites and loss location. First two iffy traces and finally last to the beeb which is an OK trace.
Tracing route to www.facebook.com [66.220.145.11]
over a maximum of 30 hops:
0 main-pc [192.168.0.10]
1 my.router [192.168.0.1]
2 10.89.172.1
3 colc-cam-1b-ge97.network.virginmedia.net [81.103.8.177]
4 colc-core-1b-ge-010-0.network.virginmedia.net [195.182.176.237]
5 nth-bb-b-xe-600-0.network.virginmedia.net [212.43.163.61]
6 pop-bb-a-as3-0.network.virginmedia.net [213.105.172.14]
7 amst-ic-1-as0-0.network.virginmedia.net [213.105.175.6]
8 * br01.ams1.tfbnw.net [195.69.145.115]
9 ae0.br02.ams1.tfbnw.net [204.15.22.109]
10 xe-3-2-0.bb01.iad1.tfbnw.net [204.15.22.124]
11 xe-5-0-0.br02.snc1.tfbnw.net [204.15.20.13]
12 xe-1-0-0.dr02.snc4.tfbnw.net [74.119.76.13]
13 eth-17-1.csw01b.snc4.tfbnw.net [74.119.76.52]
14 www-11-01.snc4.facebook.com [66.220.145.11]
Computing statistics for 350 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 main-pc [192.168.0.10]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% my.router [192.168.0.1]
0/ 100 = 0% |
2 --- 100/ 100 =100% 100/ 100 =100% 10.89.172.1
0/ 100 = 0% |
3 13ms 0/ 100 = 0% 0/ 100 = 0% colc-cam-1b-ge97.network.virginmedia.net [81.103.8.177]
0/ 100 = 0% |
4 12ms 0/ 100 = 0% 0/ 100 = 0% colc-core-1b-ge-010-0.network.virginmedia.net [195.182.176.23
0/ 100 = 0% |
5 18ms 0/ 100 = 0% 0/ 100 = 0% nth-bb-b-xe-600-0.network.virginmedia.net [212.43.163.61]
10/ 100 = 10% |
6 19ms 17/ 100 = 17% 7/ 100 = 7% pop-bb-a-as3-0.network.virginmedia.net [213.105.172.14]
0/ 100 = 0% |
7 23ms 15/ 100 = 15% 5/ 100 = 5% amst-ic-1-as0-0.network.virginmedia.net [213.105.175.6]
0/ 100 = 0% |
8 --- 100/ 100 =100% 90/ 100 = 90% br01.ams1.tfbnw.net [195.69.145.115]
0/ 100 = 0% |
9 40ms 10/ 100 = 10% 0/ 100 = 0% ae0.br02.ams1.tfbnw.net [204.15.22.109]
2/ 100 = 2% |
10 114ms 15/ 100 = 15% 3/ 100 = 3% xe-3-2-0.bb01.iad1.tfbnw.net [204.15.22.124]
0/ 100 = 0% |
11 193ms 18/ 100 = 18% 6/ 100 = 6% xe-5-0-0.br02.snc1.tfbnw.net [204.15.20.13]
0/ 100 = 0% |
12 188ms 13/ 100 = 13% 1/ 100 = 1% xe-1-0-0.dr02.snc4.tfbnw.net [74.119.76.13]
0/ 100 = 0% |
13 190ms 12/ 100 = 12% 0/ 100 = 0% eth-17-1.csw01b.snc4.tfbnw.net [74.119.76.52]
6/ 100 = 6% |
14 188ms 18/ 100 = 18% 0/ 100 = 0% www-11-01.snc4.facebook.com [66.220.145.11]
Tracing route to pop.ntlworld.com [81.103.221.14]
over a maximum of 30 hops:
0 main-pc [192.168.0.10]
1 my.router [192.168.0.1]
2 10.89.172.1
3 colc-cam-1b-ge97.network.virginmedia.net [81.103.8.177]
4 colc-core-1b-ge-010-0.network.virginmedia.net [195.182.176.237]
5 nth-bb-b-xe-600-0.network.virginmedia.net [212.43.163.61]
6 pop-bb-a-as3-0.network.virginmedia.net [213.105.172.14]
7 * win-bb-b-ae1-0.network.virginmedia.net [62.253.185.202]
8 win-dc-b-v900.network.virginmedia.net [62.253.188.166]
9 pop.ntlworld.com [81.103.221.14]
Computing statistics for 225 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 main-pc [192.168.0.10]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% my.router [192.168.0.1]
0/ 100 = 0% |
2 --- 100/ 100 =100% 100/ 100 =100% 10.89.172.1
0/ 100 = 0% |
3 13ms 0/ 100 = 0% 0/ 100 = 0% colc-cam-1b-ge97.network.virginmedia.net [81.103.8.177]
0/ 100 = 0% |
4 11ms 0/ 100 = 0% 0/ 100 = 0% colc-core-1b-ge-010-0.network.virginmedia.net [195.182.176.237]
0/ 100 = 0% |
5 20ms 0/ 100 = 0% 0/ 100 = 0% nth-bb-b-xe-600-0.network.virginmedia.net [212.43.163.61]
13/ 100 = 13% |
6 19ms 14/ 100 = 14% 1/ 100 = 1% pop-bb-a-as3-0.network.virginmedia.net [213.105.172.14]
0/ 100 = 0% |
7 16ms 13/ 100 = 13% 0/ 100 = 0% win-bb-b-ae1-0.network.virginmedia.net [62.253.185.202]
1/ 100 = 1% |
8 19ms 17/ 100 = 17% 3/ 100 = 3% win-dc-b-v900.network.virginmedia.net [62.253.188.166]
0/ 100 = 0% |
9 15ms 14/ 100 = 14% 0/ 100 = 0% pop.ntlworld.com [81.103.221.14]
Tracing route to www.bbc.net.uk [212.58.253.68]
over a maximum of 30 hops:
0 main-pc [192.168.0.10]
1 my.router [192.168.0.1]
2 10.89.172.1
3 colc-cam-1a-ge97.network.virginmedia.net [81.103.8.49]
4 colc-core-1a-ge-012-0.network.virginmedia.net [195.182.181.73]
5 pop-bb-a-xe-701-0.network.virginmedia.net [212.43.163.57]
6 nth-bb-b-as3-0.network.virginmedia.net [213.105.172.13]
7 tele-ic-1-as0-0.network.virginmedia.net [62.253.184.2]
8 pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
9 212.58.238.129
10 te12-1.hsw0.cwwtf.bbc.co.uk [212.58.239.222]
11 www.bbc.co.uk [212.58.253.68]
Computing statistics for 275 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 main-pc [192.168.0.10]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% my.router [192.168.0.1]
0/ 100 = 0% |
2 --- 100/ 100 =100% 100/ 100 =100% 10.89.172.1
0/ 100 = 0% |
3 11ms 0/ 100 = 0% 0/ 100 = 0% colc-cam-1a-ge97.network.virginmedia.net [81.103.8.49]
0/ 100 = 0% |
4 13ms 10/ 100 = 10% 10/ 100 = 10% colc-core-1a-ge-012-0.network.virginmedia.net [195.182
.181.73]
0/ 100 = 0% |
5 18ms 14/ 100 = 14% 14/ 100 = 14% pop-bb-a-xe-701-0.network.virginmedia.net [212.43.163.
57]
0/ 100 = 0% |
6 20ms 0/ 100 = 0% 0/ 100 = 0% nth-bb-b-as3-0.network.virginmedia.net [213.105.172.13
]
0/ 100 = 0% |
7 18ms 0/ 100 = 0% 0/ 100 = 0% tele-ic-1-as0-0.network.virginmedia.net [62.253.184.2]
0/ 100 = 0% |
8 21ms 0/ 100 = 0% 0/ 100 = 0% pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
0/ 100 = 0% |
9 28ms 0/ 100 = 0% 0/ 100 = 0% 212.58.238.129
0/ 100 = 0% |
10 22ms 0/ 100 = 0% 0/ 100 = 0% te12-1.hsw0.cwwtf.bbc.co.uk [212.58.239.222]
0/ 100 = 0% |
11 20ms 0/ 100 = 0% 0/ 100 = 0% www.bbc.co.uk [212.58.253.68]
If the support line are just sending out engineers for modem swaps when its not needed unless VM get to the bottom of this quickly it could cost them alot of wasted support desk time/engineer home visits/modem swaps and finally annoyed customers when they find modem swap doesnt solve their issue?
Thanks to those on the forum who are giving assitance....
ruddock08
24-12-2009, 11:17
Tracing route to www.bbc.co.uk [212.58.251.195]
over a maximum of 30 hops:
0 Max-PC.Belkin [192.168.2.2]
1 10.89.164.1
2 colc-cam-1b-ge96.network.virginmedia.net [81.103.8.173]
3 colc-core-1b-ge-010-0.network.virginmedia.net [195.182.176.237]
4 nth-bb-b-xe-600-0.network.virginmedia.net [212.43.163.61]
5 tele-ic-1-as0-0.network.virginmedia.net [62.253.184.2]
6 pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
7 212.58.238.129
8 212.58.239.58
9 www-vip.telhc.bbc.co.uk [212.58.251.195]
Computing statistics for 225 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Max-PC.Belkin [192.168.2.2]
0/ 100 = 0% |
1 --- 100/ 100 =100% 100/ 100 =100% 10.89.164.1
0/ 100 = 0% |
2 69ms 0/ 100 = 0% 0/ 100 = 0% colc-cam-1b-ge96.network.virginmedia.net [81.103.8.173]
0/ 100 = 0% |
3 60ms 0/ 100 = 0% 0/ 100 = 0% colc-core-1b-ge-010-0.network.virginmedia.net [195.182.176.237]
0/ 100 = 0% |
4 82ms 0/ 100 = 0% 0/ 100 = 0% nth-bb-b-xe-600-0.network.virginmedia.net [212.43.163.61]
0/ 100 = 0% |
5 93ms 0/ 100 = 0% 0/ 100 = 0% tele-ic-1-as0-0.network.virginmedia.net [62.253.184.2]
0/ 100 = 0% |
6 99ms 0/ 100 = 0% 0/ 100 = 0% pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
0/ 100 = 0% |
7 101ms 0/ 100 = 0% 0/ 100 = 0% 212.58.238.129
0/ 100 = 0% |
8 102ms 0/ 100 = 0% 0/ 100 = 0% 212.58.239.58
0/ 100 = 0% |
9 101ms 0/ 100 = 0% 0/ 100 = 0% www-vip.telhc.bbc.co.uk [212.58.251.195]
Trace complete.
Boris1977
24-12-2009, 12:06
Also to add tried this ping path at 7am today (at a time when the net is probably lightly loaded). No change so possibly indicating that its not a busy link causing the problem in the VM core?
Engineer due this afternoon!
ruddock08
24-12-2009, 12:30
Also to add tried this ping path at 7am today (at a time when the net is probably lightly loaded). No change so possibly indicating that its not a busy link causing the problem in the VM core?
Engineer due this afternoon!
Lucky! They refused to send me an engineer as they were adamant nothing was wrong. Keep us posted?
Boris1977
24-12-2009, 15:51
OK update hot off the press....
Engineer been and gone. Agreed its not a modem issue and very much looks like a core fault (at last someone from VM agrees!!!!!!!!!!!!). However he said he had to swap the modem anyhow. He did and as suspected no change.
Rang virgin india again, shockingly a guy said 'OK you have web problem, will be fixed 2 hour'. I said you dont know where i am or the nature of my fault. He repeated 'all faults fixed in 2 hour I promise'. At this point i put the phone down.
Rang the leaving line. Put me through to a marginally better person on Indian support. Initially thought we may have a good one here but then went down the road of it's spyware/virus/cabling and so on. Yet again had to prove it wasnt and yet again hit a dead end, he didnt understand or know what to do. I said do you have a 2nd line desk. Said yes its uk based but i cant speak to them only him. I said so you want to call them he then said ok. Thats it so far, i guess things wont go any further as i really dont know how he is going to explain things to the 2nd line when he didnt have a clue!!!! Siad he would ring back, I dont expect a call.
If it wasnt so serious it would be funny! I should have recorded all this for sir richard and let him see or anyone else if this is deemed good service.
I can see myself at the moment looking for a new ISP along with moving to sky. 3hrs so far and counting on support line. TOTAL joke.
Need a hotline to UK 2nd line support, anyone with any networking intelligence would be able to pickup things straightaway.
ruddock08
26-12-2009, 14:07
http://www.cableforum.co.uk/board/12/33659036-very-slow-browsing-yet-download-speeds.html
Ignitionnet
26-12-2009, 18:20
This fixed now? Can't see any packet loss across that Poplar <> Northampton link or between Colchester <> Northampton or Colchester <> Poplar.
Boris1977
26-12-2009, 21:37
no still very much ongoing unfortunately :o( To add neighbour has same issue along with Ruddock08 (in same town but a few miles from me).
More chat on this matter seems to now be taking place and as such moved to pre-existing post here
http://www.cableforum.co.uk/board/12/33659482-timeout-20-mb-page-2.html
ruddock08
26-12-2009, 21:50
Can we request closure of this topic and move it all to the other one?
ruddock08, can I suggest you stick to one thread, possibly the one you started.
Your posting across 3 threads where its likely the other posters do not live in your area, are not connected to the same node or even fed from the same cmts.
Your thread.
http://www.cableforum.co.uk/board/12/33659482-timeout-20-mb.html
Acting like a hysterical Welshman will get you nowhere ;)
same here!!! im colchester nr town
have phoned twice no help at all :(
Can we request closure of this topic and move it all to the other one?
No, you cannot..
Although the symptom is the same (packet loss and slow browsing), the areas are different and it is likely the faults causing the symptoms are different. Thus, it is right we have two (or more) threads
Well im in the same area (colchester) and after doing a tracert to google.com
i have a problem at hop 7 i think :P
C:\Documents and Settings\Administrator>tracert google.com
Tracing route to google.com [209.85.229.99]
over a maximum of 30 hops:
1 6 ms 15 ms 7 ms 10.89.148.1
2 7 ms 7 ms 8 ms colc-cam-1a-ge94.network.virginmedia.net [81.103
.8.33]
3 7 ms 7 ms 16 ms colc-core-1a-ge-010-0.network.virginmedia.net [1
95.182.176.233]
4 9 ms 208 ms 18 ms pop-bb-a-xe-701-0.network.virginmedia.net [212.4
3.163.57]
5 32 ms 15 ms 14 ms man-bb-b-as1-0.network.virginmedia.net [212.43.1
62.86]
6 21 ms 21 ms 19 ms tele-ic-3-ae0-0.network.virginmedia.net [212.43.
163.70]
7 21 ms 19 ms 19 ms 158-14-250-212.static.virginmedia.com [212.250.1
4.158]
8 23 ms 22 ms 20 ms 209.85.255.175
9 59 ms 29 ms 70 ms 66.249.95.170
10 35 ms 26 ms 29 ms 72.14.236.191
11 * * 30 ms 209.85.243.85
12 37 ms 26 ms 26 ms ww-in-f99.1e100.net [209.85.229.99]
Trace complete.
C:\Documents and Settings\Administrator>tracert 213.108.31.16
Tracing route to 213.108.31.16.uk.ycn-hosting.com [213.108.31.16]
over a maximum of 30 hops:
1 4 ms 6 ms 9 ms 10.89.148.1
2 15 ms 24 ms 23 ms colc-cam-1b-ge94.network.virginmedia.net [81.103
.8.161]
3 16 ms 7 ms 7 ms colc-core-1b-ge-010-0.network.virginmedia.net [1
95.182.176.237]
4 9 ms 28 ms 9 ms nth-bb-b-xe-600-0.network.virginmedia.net [212.4
3.163.61]
5 12 ms 36 ms 11 ms nth-bb-a-ae0-0.network.virginmedia.net [62.253.1
85.117]
6 9 ms 11 ms 13 ms pop-bb-b-as4-0.network.virginmedia.net [213.105.
64.18]
7 * * * Request timed out.
8 9 ms 11 ms 9 ms ae0-806.rt2.the.uk.goscomb.net [212.250.14.97]
9 14 ms 21 ms 14 ms ge-0-0-479.rt0.iph.uk.goscomb.net [77.75.109.98]
10 27 ms * 19 ms 213.108.31.16.uk.ycn-hosting.com [213.108.31.16]
Trace complete.
Stan the Man
27-12-2009, 10:47
I am getting a very similar problem, also live in Colchester.
I noticed it start happening late Thursday evening (when the snow started to fall) maybe something to do with that?
Please let me know how you get on with the engineer.
Hi,
Also started losing my broadband itermittently at arouind the same time. VIP package NTL 250 modem. Mate down the road (same package/modem) has exactly the same isue Leeds 14 area. Never really ever have problems with the broadband (only occaisional capping lol).
I'm thinking it's a general problem?:erm:
Ignitionnet
27-12-2009, 10:54
Stan, it's not total loss of service, it's degraded service to some websites. It also appears to be Colchester only given that my own area also connects to Poplar just as Colchester does but is just fine.
Hi,
Also started losing my broadband itermittently at arouind the same time. VIP package NTL 250 modem. Mate down the road (same package/modem) has exactly the same isue Leeds 14 area. Never really ever have problems with the broadband (only occaisional capping lol).
I'm thinking it's a general problem?:erm:
You are in Leeds and he is in Colchester so absolutely no way can your issues be connected.
Been having slow browsing over the past 3 days up here in Newcastle,i'm on 50mb.
Speed tests are coming back fine but still having sluggish browsing.
Been having slow browsing over the past 3 days up here in Newcastle,i'm on 50mb.
Speed tests are coming back fine but still having sluggish browsing.
Call the 50Mb support line number 0800 052 0431 tomorrow morning from 0800 and they will check your connection.
Boris1977
27-12-2009, 14:42
Call the 50Mb support line number 0800 052 0431 tomorrow morning from 0800 and they will check your connection.
Is this UK based?
Guess that means us poor souls on 20Mb cant call?
Is this UK based?
Guess that means us poor souls on 20Mb cant call?
The above number is for 50Mb only.
You need to call Tech Support which is open 24/7 on 151 from your Virgin Media Phone.
It's absolutely free.
Or call 0845 454 1111 from any other phone line.
Boris1977
27-12-2009, 15:29
The above number is for 50Mb only.
You need to call Tech Support which is open 24/7 on 151 from your Virgin Media Phone.
It's absolutely free.
Or call 0845 454 1111 from any other phone line.
Unfortunatley after many calls and 4hrs on phone with support I dont think I shall bother..... I have been through proving its not my router/multiple pc's (including a work one that works fine in work)/no virus/no spyware/no LAN cable issues on at least 3 occasions....Im just going round in circles. An engineer has been out and aggrees with me that its not a modem fault 'but yeah looks like somethings going on within the virgin core network causing loss'. The fault needs escalating this is the point trying to be made!!!!!!!!!!!! India however dont understand the fault even when presenting them with the evidence. They claim (well only one who claimed to at least understand the term packet loss) that loss of 10%+ 'is fine'!!!!!!!! It wont affect browsing.......ok. My download speed on speedtest.net is now anything from 4-14Mb (depending how bad the loss is during ther short test) as opposed to 18-19Mb 2 weeks ago. Other people I know who are affected wont even call India as they how bad the support is and they wont get anywhere. I only managed to progress as far as I did through some knowledge of IT, many of things they wer saying were bollards, so said 'ok prove I have a virus' which was claimed, which they then said basically sorry we just say this as its very common!!
I think I willl have to take this further with VM on an official basis, I see no other way of progressing it. I have spent 5-6hrs on this in total now. I have been an NTL/Virgin customer since the word go on XL packages but this is really damaging my faith in them and can so see me being a former long term customer its sad to say.
http://www.virginmedia.com/myvirginmedia/newsgroups/
The one you want is the server text.news.virginmedia.com and group virginmedia.support.broadband.cable
2nd line analysts in the UK.
Boris1977
27-12-2009, 15:46
http://www.virginmedia.com/myvirginmedia/newsgroups/
The one you want is the server text.news.virginmedia.com and group virginmedia.support.broadband.cable
2nd line analysts in the UK.
Cheers
I have a 20MB XL connection, I am also from Colchester and have been having the same problem for the last three weeks. I sometimes have problems getting the modem to sync and may require 2-3 power on cycles. I'm also having problems with the Ready light flashing on the modem and sometimes I lose internet connection completely. My modem log shows a lot of disconnections over a short period of time.
Sun Dec 27 16:49:57 2009 Sun Dec 27 16:49:57 2009 Information (7) Downstream sync ok
Sun Dec 27 16:49:57 2009 Sun Dec 27 16:49:57 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sun Dec 27 16:49:57 2009 Sun Dec 27 16:49:57 2009 Information (7) Downstream sync ok
Sun Dec 27 16:49:57 2009 Sun Dec 27 16:49:57 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sun Dec 27 16:49:57 2009 Sun Dec 27 16:49:57 2009 Information (7) Downstream sync failed
Sun Dec 27 16:49:57 2009 Sun Dec 27 16:49:57 2009 Information (7) Downstream sync ok
Sun Dec 27 16:49:57 2009 Sun Dec 27 16:49:57 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sun Dec 27 16:49:57 2009 Sun Dec 27 16:49:57 2009 Information (7) Downstream sync ok
Sun Dec 27 16:49:56 2009 Sun Dec 27 16:49:56 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sun Dec 27 16:49:56 2009 Sun Dec 27 16:49:56 2009 Information (7) Downstream sync failed
Sun Dec 27 16:48:14 2009 Sun Dec 27 16:48:14 2009 Information (7) Downstream sync ok
Sun Dec 27 16:48:14 2009 Sun Dec 27 16:48:14 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sun Dec 27 16:48:14 2009 Sun Dec 27 16:48:14 2009 Information (7) Downstream sync ok
Sun Dec 27 16:48:14 2009 Sun Dec 27 16:48:14 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sun Dec 27 16:48:14 2009 Sun Dec 27 16:48:14 2009 Information (7) Downstream sync failed
Sun Dec 27 16:48:14 2009 Sun Dec 27 16:48:14 2009 Information (7) Downstream sync ok
Sun Dec 27 16:48:14 2009 Sun Dec 27 16:48:14 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sun Dec 27 16:48:14 2009 Sun Dec 27 16:48:14 2009 Information (7) Downstream sync ok
Sun Dec 27 16:48:13 2009 Sun Dec 27 16:48:13 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sun Dec 27 16:48:13 2009 Sun Dec 27 16:48:13 2009 Information (7) Downstream sync failed
Sun Dec 27 16:44:54 2009 Sun Dec 27 16:44:54 2009 Information (7) Downstream sync ok
Sun Dec 27 16:44:54 2009 Sun Dec 27 16:44:54 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sun Dec 27 16:44:54 2009 Sun Dec 27 16:44:54 2009 Information (7) Downstream sync ok
Sun Dec 27 16:44:53 2009 Sun Dec 27 16:44:53 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sun Dec 27 16:44:53 2009 Sun Dec 27 16:44:53 2009 Information (7) Downstream sync failed
Sun Dec 27 16:15:38 2009 Sun Dec 27 16:15:38 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Sun Dec 27 15:42:11 2009 Sun Dec 27 15:42:11 2009 Information (7) Downstream sync ok
Sun Dec 27 15:42:11 2009 Sun Dec 27 15:42:11 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sun Dec 27 15:42:11 2009 Sun Dec 27 15:42:11 2009 Information (7) Downstream sync ok
Sun Dec 27 15:42:11 2009 Sun Dec 27 15:42:11 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sun Dec 27 15:42:11 2009 Sun Dec 27 15:42:11 2009 Information (7) Downstream sync failed
Sun Dec 27 15:42:11 2009 Sun Dec 27 15:42:11 2009 Information (7) Downstream sync ok
Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 47
Downstream Frequency : 315000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 2.7 dBmV
Downstream SNR : 38.2 dB
Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 1
Upstream Frequency : 47400000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 49.3 dBmV
Upstream Mini-Slot Size : 2
I know other people in The Colchester area having the same problem so I doubt my hardware is at fault. And peak evening download speeds drop dow to pathetic levels.
I do not have the time and patience to contact the Indian call centre.
Mark.
Boris1977
27-12-2009, 19:00
Mark or anyone else pls try ping -n 500 google.co.uk from DOS and paste result part only not whole sequence on here as bsic test to confirm if we have same issue.
Your modem log suggest you have different or 2 issues. My modem log is clear of issues (however a problem was apparent two weeks ago when sync was lost for 18hours or so).
Stan the Man
27-12-2009, 19:17
You are in Leeds and he is in Colchester so absolutely no way can your issues be connected.
Cheers...i was just rying to establish whether i had an internal problem.....i do think mine is a local area problem but there is nothing on the Vigin STATUS page.
Just spoke to another mate who lives further down our estate. He's having the same problem...internet cutting in and out randomly since about 22nd Dec. He spoke to customer services who said there were no local issues and booked an engineer for next Sunday 3rd Jan.
So we are at least 3 in the Leeds 14 area on 20mb broadband losing our internet connection on a regular basis.
---------- Post added at 19:17 ---------- Previous post was at 19:15 ----------
http://www.virginmedia.com/myvirginmedia/newsgroups/
The one you want is the server text.news.virginmedia.com and group virginmedia.support.broadband.cable
2nd line analysts in the UK.
Cheers but didn't find that group particularly helpful. Load of problems but no real solutions. These and similar forums are far better.
Ping times seem reasonble, I'm concerned about the number of disconnections, I will have to start a new thread.
C:\>ping -n 500 google.co.uk
Pinging google.co.uk [209.85.229.106] with 32 bytes of data:
Reply from 209.85.229.106: bytes=32 time=36ms TTL=53
Reply from 209.85.229.106: bytes=32 time=35ms TTL=53
Reply from 209.85.229.106: bytes=32 time=25ms TTL=53
Reply from 209.85.229.106: bytes=32 time=23ms TTL=53
Reply from 209.85.229.106: bytes=32 time=36ms TTL=53
Reply from 209.85.229.106: bytes=32 time=23ms TTL=53
Reply from 209.85.229.106: bytes=32 time=24ms TTL=53
Reply from 209.85.229.106: bytes=32 time=26ms TTL=53
Reply from 209.85.229.106: bytes=32 time=24ms TTL=53
Reply from 209.85.229.106: bytes=32 time=22ms TTL=53
Reply from 209.85.229.106: bytes=32 time=34ms TTL=53
Reply from 209.85.229.106: bytes=32 time=24ms TTL=53
Reply from 209.85.229.106: bytes=32 time=25ms TTL=53
Reply from 209.85.229.106: bytes=32 time=25ms TTL=53
Reply from 209.85.229.106: bytes=32 time=26ms TTL=53
Ping statistics for 209.85.229.106:
Packets: Sent = 88, Received = 88, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 21ms, Maximum = 65ms, Average = 28ms
ruddock08
27-12-2009, 19:46
Mark S, not the same problem as us as oyu have no packet loss. :)
OK thanks, I will start a new thread.
Hi guys ive been in contact with vm today through news site
they have said this:
I've performed some tests to the gameserver IP from the default gateway
>> assigned to your modem on the UBR. The result of this is consistent with
>> the issues you've been experiencing so I've raised it with our network
>> management team for investigation under reference: F001157647.
>>
>> Please accept our apologies for the inconvenience.
Well its not just the gameserver i was having touble with but also google facebook and other websites i use!!
anyway i asked how long it would take to fix and was told:
I'm afraid that until the cause of the fault is identified we will be unable
to advise of an estimated fix time, however we are working to resolve the
issue as quickly as possible.
Ignitionnet
27-12-2009, 22:23
I wouldn't panic Aaron, it'll almost certainly be a single issue affecting all the servers. It's raised as a ticket now and has gone to the NMC (network management centre) where the network management team are and it'll get sorted.
hopefully it will be fixed soon :P
---------- Post added at 22:27 ---------- Previous post was at 22:26 ----------
im glad i came across this website!! its gr8
Boris1977
27-12-2009, 22:30
Interesting Mark, although you didnt run the full 500 pings I see which is really needed to build a nice acurate picture of goings on. 88 pings without loss is far more than I can string together though.... you may be on to useful info here!
Do you mind retrying the full 500 to do a real comparison? ping -n 500 209.85.229.106
Would you also mind doing the following also again so we can do a real comparison. Cheers! tracert 209.85.229.106
My results for this:
Ping statistics for 209.85.229.106:
Packets: Sent = 500, Received = 433, Lost = 67 (13% loss),
Approximate round trip times in milli-seconds:
Minimum = 27ms, Maximum = 86ms, Average = 37ms
Tracing route to ww-in-f106.1e100.net [209.85.229.106]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms my.router [192.168.0.1]
2 8 ms 7 ms 11 ms 10.89.172.1
3 28 ms 56 ms 8 ms colc-cam-1b-ge97.network.virginmedia.net [81.103.8.177]
4 11 ms 15 ms 8 ms colc-core-1b-ge-010-0.network.virginmedia.net [195.182.176.237]
5 14 ms 17 ms 14 ms nth-bb-b-xe-600-0.network.virginmedia.net [212.43.163.61]
6 14 ms 21 ms 29 ms nth-bb-a-ae0-0.network.virginmedia.net [62.253.185.117]
7 24 ms 19 ms 16 ms man-bb-b-as4-0.network.virginmedia.net [213.105.64.22]
8 76 ms 24 ms 33 ms tele-ic-3-ae0-0.network.virginmedia.net [212.43.163.70]
9 43 ms 23 ms 28 ms 158-14-250-212.static.virginmedia.com [212.250.14.158]
10 21 ms 27 ms 35 ms 209.85.255.175
11 33 ms 32 ms 28 ms 66.249.95.170
12 29 ms 27 ms 31 ms 72.14.236.191
13 36 ms 54 ms 31 ms 209.85.243.85
14 28 ms 29 ms 30 ms ww-in-f106.1e100.net [209.85.229.106]
Trace complete.
boris i run what you said here is my results:
how long have you had problems??
Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.
C:\Documents and Settings\Administrator>tracert 209.85.229.106
Tracing route to ww-in-f106.1e100.net [209.85.229.106]
over a maximum of 30 hops:
1 5 ms 12 ms 14 ms 10.89.148.1
2 5 ms 21 ms 16 ms colc-cam-1a-ge94.network.virginmedia.net [81.103.8.33]
3 5 ms * * colc-core-1a-ge-010-0.network.virginmedia.net [1.182.176.233]
4 * 26 ms 25 ms pop-bb-a-xe-701-0.network.virginmedia.net [212.43.163.57]
5 12 ms 20 ms 31 ms man-bb-b-as1-0.network.virginmedia.net [212.43.162.86]
6 25 ms 20 ms 20 ms tele-ic-3-ae0-0.network.virginmedia.net [212.43.163.70]
7 22 ms 27 ms 19 ms 158-14-250-212.static.virginmedia.com [212.250.14.158]
8 43 ms 32 ms 22 ms 209.85.252.76
9 62 ms 29 ms 27 ms 72.14.232.134
10 25 ms 27 ms 26 ms 216.239.49.45
11 34 ms 51 ms 37 ms 209.85.243.73
12 49 ms 60 ms 25 ms ww-in-f106.1e100.net [209.85.229.106]
Trace complete.
---------- Post added at 22:40 ---------- Previous post was at 22:37 ----------
im doing ping -n 500 209.85.229.106 now and will post back once done!!
:P
Boris1977
27-12-2009, 22:44
1st noticed when the snow fell (on pc working from home all day and couldnt, kept getting logged out all day), so thats the 11th Dec I guess?
PS Aaron you may have made some progress via newsgroups and saved me a call tmr, well done mate! Did you log your query with them today and get response that fast????
yeah the newsgroup is excellent service!!
Fast response and know there stuff i think you should also do the same and log a query also! where in colchester are you m8?
new.virginmedia.com
virginmedia.support.broadband.cable
are you having problems with some websites but others working ok???
---------- Post added at 22:54 ---------- Previous post was at 22:50 ----------
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Ping statistics for 209.85.229.106:
Packets: Sent = 500, Received = 449, Lost = 51 (10% loss),
Approximate round trip times in milli-seconds:
Minimum = 25ms, Maximum = 63ms, Average = 32ms
---------- Post added at 22:55 ---------- Previous post was at 22:54 ----------
10% loss is not good!!
:(
Boris1977
27-12-2009, 22:58
Yours is looking the same mate. Interestingly also you routed a different way through different routers in Colchester and beyond, I dont think you touched a single router the same as me, but maybe links are shared in between though??
so where in colchester are you ??
Boris1977
27-12-2009, 23:06
Shrub End, another is in Lexden. Neighbours also affected here.
So did you log and get a reply back today on the newsgroups?
ok im old heath area
---------- Post added at 23:07 ---------- Previous post was at 23:06 ----------
well seems like it a major problem with virgin media network in colchester so hopfully it will be sorted soon!! i need my internet back on full charge. :)
---------- Post added at 23:11 ---------- Previous post was at 23:07 ----------
yeah i had a reply within about 20 mins bee speaking to them todday through newsgroup. I think you should do the same!!
;)
The more people the complain the better.
Boris1977
27-12-2009, 23:14
OK, I may now forget the phone call and go straight for the newsgroup. I agree with your view.
Did it take a lot of explaining?
A fault ticket has already been raised and logged, the more people complaining won't get it fixed any faster.
Boris1977, they, the news group support would have identified him by his IP address. Logged into the cmts he connects to and performed pings and traces from his default gateway. All he would have needed to say was " I have packet loss " ;)
join news group and read what ive posted its under "colchester area routing problem"
ive tried to phone and have spoken to many many india call center staff with no joy what so ever!!!!
---------- Post added at 23:17 ---------- Previous post was at 23:16 ----------
sure if more people complain then it will be fixed faster?????
---------- Post added at 23:19 ---------- Previous post was at 23:17 ----------
boris are you having problems with email?? i keep getiing time outs!!
Boris1977
27-12-2009, 23:20
But will do it anyway, may add to its priority if many complain. It will also show Virgin how unhappy we are with service being provided.
Aaron, yes mail issues too, as mentioned only thing that seems OK is BBC site oddly!
yeah bbc site ok for me also!!
Thats what they had me ping and tracert to!! lol anyway fingers crossed the muppets will fix it soon :)
Boris1977
27-12-2009, 23:29
Good work aaron! Will get on newsgroup tmr but keep forum posted anyhow if you hear more.....
yeah i will do lets hope its fixed tomorrow
:rolleyes:
Boris1977
29-12-2009, 12:57
Just to add for those not tracking both posts, theres further discussion on this matter here http://www.cableforum.co.uk/board/12/33659482-timeout-20-mb-page-5.html
Digital Fanatic
30-12-2009, 01:39
yeah bbc site ok for me also!!
Thats what they had me ping and tracert to!! lol anyway fingers crossed the muppets will fix it soon :)
Hi aaronj,
Just a gentle note... many Virgin Media staff post on here to help customers in their own time and comments like that may put some of us off from helping you in the future :)
Glad the issue is sorted BTW :)
Hi aaronj,
Just a gentle note... many Virgin Media staff post on here to help customers in their own time and comments like that may put some of us off from helping you in the future :)
Glad the issue is sorted BTW :)
At least any repair work is not down to us, we just provide support.;)
Boris sorry for the delay, I ran the 500 pings without any packet loss.
Ping statistics for 209.85.229.106:
Packets: Sent = 500, Received = 500, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 21ms, Maximum = 76ms, Average = 27ms
C:\>tracert 209.85.229.106
Tracing route to ww-in-f106.1e100.net [209.85.229.106]
over a maximum of 30 hops:
1 1 ms <1 ms <1 ms 192.168.1.1
2 11 ms 10 ms 24 ms colc-cmts-06-lback-20.network.virginmedia.net [8
0.7.84.1]
3 8 ms 10 ms 10 ms colc-core-1a-ge-015-2095.network.virginmedia.net
[213.107.225.57]
4 12 ms 9 ms 11 ms pop-bb-a-xe-701-0.network.virginmedia.net [212.4
3.163.57]
5 17 ms 43 ms 18 ms man-bb-b-as1-0.network.virginmedia.net [212.43.1
62.86]
6 24 ms 24 ms 23 ms tele-ic-3-ae0-0.network.virginmedia.net [212.43.
163.70]
7 23 ms 23 ms 23 ms 158-14-250-212.static.virginmedia.com [212.250.1
4.158]
8 19 ms 19 ms 28 ms 209.85.252.76
9 22 ms 36 ms 28 ms 72.14.232.134
10 22 ms 23 ms 22 ms 209.85.252.83
11 26 ms 31 ms 35 ms 209.85.243.77
12 26 ms 24 ms 22 ms ww-in-f106.1e100.net [209.85.229.106]
Trace complete.
Digital Fanatic
30-12-2009, 13:14
At least any repair work is not down to us, we just provide support.;)
Yeah :D
Boris1977
30-12-2009, 17:09
Fault has cleared now it seems for all. Been stable for over a day. Back to the good old days of performance, its amazing how bad it was really! Slight issue with bandwidth but looks like contention at this busy time.
Now a happy customer, but I still am worried how bad VM 1st line support is when things go wrong and the support structure in general, the fact I had spent 3hrs+ on the phone to them and got no further at all despite presenting clear evidence, no escalation of the fault. Suggestion was packet loss 10%> ok. It was only when a fellow forum member got hold of 2nd line via newsgroups that an acknowledgement of the fault was made (and within just 20mins!). I have some knowledge in IT, for customers that dont I really do feel sorry for them. They must just get totally fobbed off.
I note that they say calls are recorded, I really do hope that they are listened to cos some of things they were suggesting (like saying have a virus with no grounding for it, another saying all faults are being fixed now, you will be ok soon - didnt even ask my fault!) are very bad.
Its only forums like this that really help.
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